Mariam Zuraigat
Yagoona
Summary
I am a dedicated customer service specialist, providing skills to prioritise and multi-task in a fast-paced working environments.
A hard worker who values team input and strives towards meeting personal and business goals. I have strong experience in various customer service roles including hospitality, superannuation and equity share trading. My skills are transferable and adaptable, priding myself on efficiency, punctuality, professionalism and dedication.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Equities Associate
CommSec
06.2024 - Current
- Managing high-volume inbound and outbound calls for Australian equity share trading account clients
- Handling complex and sensitive customer matters via excellent case management skills
- Identifying and resolving customer issues by providing specific and tailored advice
- Risk mitigation and escalation where required, while prioritising regulatory compliance
- Client education including products, services and processes
- Conduct investigations for exception-based requests and identified process improvement opportunities
- Established customer identification for various account types, including Australian and International Equities, Margin Lending, Exchange Traded Options, and SMSF accounts
Customer Relations Consultant
Bt Financial
11.2022 - 05.2024
- Managing high-volume inbound calls from Superannuation clients and Financial Advisors (exceeding KPI targets daily, with average of 40 calls per day)
- Provided frontline customer service via calls and emails supporting clients with product knowledge and service transactions and any troubleshooting
- Provided training to new employees and advised on compliance to company policies and procedures
- Monitored customer service metrics such as response times and resolution rates
- Analysed customer feedback to improve service delivery
- Assisted in the management of self-managed superannuation funds
All Round Club Attendant
Bankstown Sports
09.2020 - 05.2022
- General all rounder in hospitality including bar management, concierge, gaming floor attendance and events
- Required to multitask in fast paced environment, while upholding excellent customer service standards
- Ensured to meet legislative and regulatory requirements of the Registered Clubs Industry including entrance and minimum age requirements
- Customer service skills were identified as excellent and hand picked to be in the team to open a new high service roof top bar
- Completed training on policies and procedures, health and safety and environmental responsibilities
Education
HSC -
Mount St Joseph
Milperra, NSW10.2019
Skills
- Data reconciliation
- Strong Customer Service
- Complaint resolution
- Effective communication
- Simplifying complex information
- Case Management
- Team work
- Professionalism
- Problem Solving
- Risk mitigation
- Escalation
- Time Management
- Compliance adherence
- Critical Thinking
- Money Handling
- Flexible and adaptable
Hard Skills
- Avaloq
- Earthrise
- Outlook
- Excel
- One note
- CommSee
- CSC
- iBroker
- Verify
- Sidekick
Certification
James Reeves
Team Leader @ CommSec
- 0449 094 832 - james.reeves@cba.com.au
Shannon Harley
Team Leader @ Department of Primary Industries and Regional Development
Relationship: Previous Manager at Bankstown Sports
- 0415 171 605 - shannonharley90@gmail.com
Elisia Custodia
Team Leader @ BT Financial
- 0452 400 592
Timeline
Equities Associate
CommSec
06.2024 - Current
Customer Relations Consultant
Bt Financial
11.2022 - 05.2024
All Round Club Attendant
Bankstown Sports
09.2020 - 05.2022
HSC -
Mount St Joseph
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